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Job Description
The role is responsible for the day-to-day management and smooth functioning of the Visitor Centre and its student-led guided tours at NUS. This role focuses on supervising operational workflows, overseeing the Student Ambassadors and Docents, and ensuring consistent service delivery.
Key Responsibilities:
1. Visitor Centre Operations Management:
o Oversee the setup, daily operations, and logistics of the Visitor Centre booths at UTown and other locations on campus.
o Supervise the Student Ambassadors and Docents, providing guidance on their roles in handling visitor queries, and conducting tours and tourist education.
o Ensure smooth coordination of resources such as timesheets, amplifiers, lanyards, and promotional materials, maintaining operational readiness.
o Implement regular assessment reports to identify areas for operational improvement and ensure consistent quality in visitor interactions.
2. Student Management and Support:
o Lead the recruitment, onboarding, and training of Student Ambassadors and Docents, aligning with program objectives.
o Develop recruitment strategies to attract high-quality Student Ambassador candidates who align with program requirements.
o Monitor performance, provide feedback, and facilitate skill development to enhance student engagement and service delivery.
o Prepare operational reports and updates focused on student performance and process efficiency.
3. Registration Management for Student Ambassadors and Docents:
o Oversee the Registration and Certification Process: Lead the end-to-end registration, certification, and official activation of Student Ambassadors and Docents, ensuring adherence to university policies and standards.
o Optimize and Maintain Registration Systems: Regularly review and enhance registration systems for improved efficiency, accuracy, and compliance with both university protocols and relevant governmental directories.
4. Visitor Centre Development:
o Oversee Student Ambassadors in providing frontline support by handling visitor walk-ins and impromptu tours, ensuring a positive visitor experience.
o Provide on-the-ground support to address immediate needs, decision-making, and escalations during peak hours or special events.
o Collaborate on integrating Student Ambassadors’ and visitor feedback into long-term and strategic operational improvements.
Qualifications
1. Education and Experience:
o A good Bachelor’s degree.
o Experience in operations management, student engagement, or visitor services, preferably within an educational institution or tourism-related setting.
o Experience in coordinating teams and managing front-line operations, with a focus on enhancing visitor experiences.
2. Skills and Competencies:
o Operational Management: Ability to manage day-to-day operations, including resource allocation, logistics coordination, and problem-solving.
o Leadership and Team Coordination: Experience in supervising and guiding student teams, managing schedules, and ensuring effective performance.
o Communication and Interpersonal Skills: Strong verbal and written communication skills, with the ability to interact with diverse stakeholders, including students, visitors, and university staff.
o Organizational Skills: Excellent ability to manage multiple tasks, prioritize duties, and ensure smooth operations under specified timelines.
o Data and Reporting Proficiency: Ability to compile operational reports, analyze data, and use insights for continuous improvement in workflows and student management.
3. Additional Considerations:
o Prior experience managing student-led programs is a plus.
o Familiarity with visitor management and engagement processes is advantageous.
o A strong interest in education or community engagement is preferred.
